1 reviews | Active since Sept 2016
Where's the customer service?
<p>Dear MTN. </p> <p>I have been a contract customer for a decade and all I want is some customer service to ensure you have my correct contact details. This has proven to be incredibly difficult.</p> <p> </p> <p>I would like to update my customer details but your client portal keeps getting an error when confirming the changes. I have spent almost 30min on the phone to your call centre but they also couldn't do it. Despite promising to make the changes, they still haven't. </p> <p> </p> <p>I created a support request via your website, but had no response.</p> <p>I sent a private message on facebook, which was read and ignored.</p> <p>I posted to your wall on facebook, which then got a response to resend my message, which I did. Your call centre then phoned my brother who is not even an MTN customer and who's details I never gave you.</p> <p> </p> <p>I still have not been contacted to resolve this. And no one can explain why I have loyalty airtime available but can't use it.</p> <p> </p> <p>Please assist.</p> <p> </p> <p>Kind regards,</p> <p>Duncan</p>
A quick follow up for the general public:
1. MTN did eventually get around to changing my email address! It only took 5 people and 1 month, but well done!
2. MTN awards you loyalty points with which you can get stuff by dialling a USSD number (those star and hashtag numbers that give you a short menu of options).
The menu they offer which has music and competitions and all sorts of blah blah blah, never actually works, except for the option to buy air time. So you figure, hey....it's a cell company and airtime is always useful. So you spend your 11 000 accumulated points to buy air time seeing as that's the only option that works.
What they DON'T tell you is that it's 'Loyalty airtime'. What this means is that you can ONLY call other MTN customers with this airtime, and it expires in 60 or 90 days or something.
So....MTN rewards it's loyal customers with loyalty points,and then lets them spend those points on buying airtime which can only be used within their network. That's like FNB giving you ebucks and saying you can only use them for banking charges at FNB. (FNB is brilliant...they actually understand what loyalty programmes are about).
I did ask MTN about this. They sent me a link to their website explaining how loyalty points work. Funny thing is....they don't explain this when you make the purchase. They don't send you this link and they don't say "Please note that you can only use this airtime with MTN customers because that way, it doesn't actually cost us a cent. Thank you for being a loyal customer!"
A quick follow up for the general public:
1. MTN did eventually get around to changing my email address! It only took 5 people and 1 month, but well done!
2. MTN awards you loyalty points with which you can get stuff by dialling a USSD number (those star and hashtag numbers that give you a short menu of options).
The menu they offer which has music and competitions and all sorts of blah blah blah, never actually works, except for the option to buy air time. So you figure, hey....it's a cell company and airtime is always useful. So you spend your 11 000 accumulated points to buy air time seeing as that's the only option that works.
What they DON'T tell you is that it's 'Loyalty airtime'. What this means is that you can ONLY call other MTN customers with this airtime, and it expires in 60 or 90 days or something.
So....MTN rewards it's loyal customers with loyalty points,and then lets them spend those points on buying airtime which can only be used within their network. That's like FNB giving you ebucks and saying you can only use them for banking charges at FNB. (FNB is brilliant...they actually understand what loyalty programmes are about).
I did ask MTN about this. They sent me a link to their website explaining how loyalty points work. Funny thing is....they don't explain this when you make the purchase. They don't send you this link and they don't say "Please note that you can only use this airtime with MTN customers because that way, it doesn't actually cost us a cent. Thank you for being a loyal customer!"